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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To hope for more from the hotel?

74 replies

Flossyfloof · 19/02/2015 20:39

Booked a spa break for four, in my name, paid with my card. Two double rooms, dinner and breakfast included. In booking I had to give all the names and say who was sharing with who. Through no fault of her own, my sharer has had to pull out. She genuinely cannot make it. I phoned the hotel to ask if they can do anything for her in terms of a refund. I threw us on their mercy, explained her situation and asked if they could do anything ( their literature does say bookings are non refundable and non transferable ).
Their response was that if we bunk up three in a room they can give the friend who can't cone a gift voucher for the value of her stay. If we don't want to do that they will charge £40 single occupancy charge for me.
I realise that they have to protect themselves but do you think there is any mileage in asking them to reconsider? The money for the person who has had to drop out won't be an issue.
Frankly, I don't want to bunk up with two others in a triple but don't necessarily think it should be me who doesn't share, I would hope that whoever gets the room on their own we would all split payment of the the extra £40 between us.
I do think though, that if we forego the voucher the hotel saves on her dinner and breakfast and bed making so it might be worth trying again. Pointless? Cheeky? Worth a try? What do you think?

OP posts:
Snapespotions · 20/02/2015 00:35

The more I think about this, the more sure I am that you have misunderstood, or that they have fucked up on what they have told you.

They could not possibly expect you to pay for four people, including meals, and then to pay an additional supplement because there were only three of you.

I would ring up and query it, definitely. And keep the threat of bad reviews up your sleeve if you really need it.

munchkinmaster · 20/02/2015 00:38

I wonder if they have made a mistake. Email them and spell out how unfair this is. You have paid for the room already.

Turn up with a doll and say ' yes this is x, she loves to spa.' ?

What would they do if none of you went? Send you a bill for £160. .

Postchildrenpregranny · 20/02/2015 00:38

I am confused.
The twin room for the two of you was (say) £100 a night . What are they now charging you (alone) ? Surely it would be the £100, minus the cost of whatever meals your friend would have had ? say £75., Your other two friends will be paying £100 . Total cost £175= £55 each . You draw straws for who gets the single

This happended to me a couple of years ago. My friend paid for half the room, minus the cost of breakfast (wasn't an issue as she could well afford it)
I am going away with 3 friends this Spring.We have 4 twin rooms booked . Other friends have the option to join us,in which case whoever shares will split the cost of the room between them . If no-one else comes, we each pay for a twin room for single occupancy

StillLostAtTheStation · 20/02/2015 00:39

That makes no sense.

Most hotels you pay for the room and the assumption, unless the hotel offers single rooms, is a standard room is for 2 people but it's fine if only 1 person is in it. 3 or more may mean an additional charge. Occasionally you can get a small discont off the double room rate.

Postchildrenpregranny · 20/02/2015 00:41

You need to clarify the situation but if I am right the hotel is perfectly justified in charging you . And it would be unfair to give them a bad review (and no, I'm not a hotelier)

MirandaWest · 20/02/2015 00:46

So you'll have paid for four people and get charged extra if she doesn't go? Was there a special deal on for the price you originally paid?

StillLostAtTheStation · 20/02/2015 00:47

They could not possibly expect you to pay for four people, including meals, and then to pay an additional supplement because there were only three of you

I know. It's quite fair that as you booked for 4 people including meals on a no-refunds basis that you pay for 4 people but not that 3 of you turning up means you pay a supplement on top of the price for 4.

Unless....the room and meal rate were heavily discounted to get you through the door because once there they were expecting that all 4 of you were going to pay for additional spa treatments.

Snapespotions · 20/02/2015 00:49

Ah yes - I guess that's a possibility still. I hadn't clocked that it was a spa.

If that's the case, then it might be fair after all, I guess.

Original poster
Flossyfloof · 20/02/2015 00:59

Yes a spa break but I had no idea that would make a difference. They ask when booking if you want to book treatments and I said no.
I am sure I did not misunderstand what they said. Three in a room and they will issue her a voucher. Three in two rooms, no refund and £40 Supplement.
It is an offer but they do these offers all the while. This is my fourth time on such an offer, at least. I am hoping they won't want to piss me off as I am such a wonderful customer!

OP posts:
Snapespotions · 20/02/2015 01:04

Query it anyway, OP. I still think it's unreasonable in any case. There is presumably no obligation on any of you to pay extra for spa treatments, so it's entirely feasible that your friend might have chosen not to.

Ask to speak to the manager, point out that you are a loyal and regular customer, clarify that you have already paid for four people anyway, and then hope for the best!!

caroldecker · 20/02/2015 01:13

No-one can keep the money for 4 people and charge edtra because 1 does not turn up.
so basically you have paid, say, £100 a head, so £400 and they are saying 3 of you will cost £440 in 2 rooms or £300 in a triple?

StillLostAtTheStation · 20/02/2015 01:36

OP, I'd persist with this if I were you. Still seems unjustified.

Original poster
Flossyfloof · 20/02/2015 05:43

Thanks very much. It does seem terribly unfair but we will see. It will taint the whole thing for me. To be honest it already has. The dynamic has changed because the other two know each other really well and I will feel a bit weird being on my own, our friend is in a really hard situation and this whole thing is upsetting me. I wish I had never phoned but we would no doubt have explained the situation when we got there so I suppose either way we would have been faced with it.

OP posts:
blondiewoowoo1 · 20/02/2015 06:44

I am another one who thinks they have made a mistake/misunderstood you.
It is ludicrous to charge you extra for your friend NOT attending.
I worked in a hotel and the way it worked was (example prices)
Double room for 2 people - £80 each total £160 inc 2 breakfast/dinner
Double room for 1 person - £80 plus single supplement of £25 making £115. Obviously only entitled to 1 breakfast/dinner as opposed to 2.
Call them back to clarify what the total cost would be including what you have already paid and if they try and charge more escalate it to the GM of the hotel and failing that the director of the chain should it be one.
I was the PA to the GM of a lovely country house hotel inc spa and I used to overrule anything daft like above all the time.
Stand in reception and refuse to move until they sort it if need be.
Good luck!

blondiewoowoo1 · 20/02/2015 06:46

Reading your op again I do think they mean that if the 3 of you bunk up, she will get her refund in full via voucher but if not then her portion will be refunded and you will have to pay £40 supplement for your own room.
I may be wrong though.

Original poster
Flossyfloof · 20/02/2015 06:56

That would make sense, wouldn't it? But I did query it and the girl said she had spoken to her manager and that was what the manager had said. Blonde, that makes me feel better, thank you. When I queried it she said that was their policy. I wouldn't mind so much but I wasn't trying to get a refund for me, I was trying to get something back for her!!
I have already found the name of the director and wil, use it if necessary, I even bloody voted for them in the good spa awards! (in the hope hat they would send me a voucher for a free stay)

OP posts:
Original poster
Flossyfloof · 20/02/2015 06:58

It is a shame that I paid myself because I wonder if they can take money out of my account? I didn't pay on credit card because they said there would be a 2%surcharge if I did, so no credit card come back.

OP posts:
DeliciousMonster · 20/02/2015 07:13

Does the hotel not do single rooms that you could move to?

Original poster
Flossyfloof · 20/02/2015 07:22

I don't know about single rooms. The point is the double room has been paid for and they are not only refusing a refund for half of that double room and saying they will charge a supplement for single occupancy on top of that. If they refuse a refund that is fair enough, the booking literature makes it clear that bookings are non-refundable. It is the charging extra that I am upset about, especially as worst case scenario is that the charge goes to me!

OP posts:
DeliciousMonster · 20/02/2015 07:29

Yeah i got that. Just exploring options for you.

I would call and speak to a manager and find out what those options were. Bearing in mind you are a regular customer.

Cinnamoncookie · 20/02/2015 07:33

Where is the hotel ? I'm sure we could find a local MNer to turn up with a bag and be the fourth person, then never be seen again. You mess up the sheets on the second bed and spread your possessions all over the room and leave an extra toothbrush in the bathroom Grin

Blu · 20/02/2015 07:33

Completely unreasonable to charge a single supplement when two people have been pad for ! I would really argue against that!
Are you sure they don't mean that they will offer your friend a voucher if either you go in with the other two or pay the supplement?

I'm which case just decline the voucher and go in the room in your own .

Icimoi · 20/02/2015 07:40

Are they seriously saying that if four people turn up they will charge, say, £200 but if three people turn up they will charge £240? You really do need to query that.

And if they insist on it, I would be tempted to say she could come after all, and then just ignore the whole issue when you arrive. They don't make everyone sign in, do they? So if you say your friend is turning up later, I bet in a busy hotel reception they won't notice when she doesn't.

mrsminiverscharlady · 20/02/2015 07:45

I would try and speak to the manager directly instead of going through a middle person. I could understand them not giving a refund (just) but to charge an additional £40 is crazy. What would they charge for a single person in a double room? Not £40 more than the price for 2 I will bet. Is charging extra for a cancellation in their t's & c's?!

Original poster
Flossyfloof · 20/02/2015 07:49

Idiom I that is precisely what they are saying. I definitely did not misunderstand what they said, however I do wonder if the person dealing with me misinterpreted the rules.
I think ignoring the whole thing is the way to go, really. I feel I have muddied the waters by phoning.

OP posts:
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